Member Relationship Manager II

WEOKIE Federal Credit Union • Oklahoma City, OK

5d • Onsite

About The Position

The Member Relationship Center Manager II is responsible for leading all aspects of the Member Relationship Center including member service and membership growth for his/her Member Relationship Center in alignment with the organization’s Service Delivery Strategy.

Requirements

• High school diploma or the equivalent.
• Must have at least two to five years minimum in the retail financial services industry with at least two in a supervisory position. Familiarity with supervising a consultative service operation is a plus, as is a proven track record in meeting and exceeding expectations and objectives.
• Must have business management experience to include: process management, operational analysis, report writing, presentation and writing skills, and use of technology solutions.
• Must have a demonstrated ability to interview, coach and develop staff to create a team environment.
• Must be able to learn and use a variety of software applications such as Microsoft Office (Outlook, Word, Excel and PowerPoint) and the credit union’s core processing systems.
• Must have a valid state Drivers License at all times. Must be bondable.
• Excellent communication skills, including but not limited to, written and verbal.
• Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role.
• Member Focus (internal and external): Builds member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, responds to employees.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
• Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.
• Leadership: Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.
• Managing for Results: Sets challenging and productive expectations for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.
• Managing Performance: Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance.
• People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity.
• Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

Nice To Haves

• Familiarity with supervising a consultative service operation is a plus.
• Proven track record in meeting and exceeding expectations and objectives.

Responsibilities

• Leads a complex and high volume member relationship center that is adequately staffed with well-trained and motivated employees. Ensures employees perform in a safe and sound manner and consistently utilize corporate service standards to deliver an extraordinary service experience for all members and staff.
• Interviews and supervises Member Relationship Center employees who actively support the overall service delivery strategy. Responsible for training, certification, consistently coaching, conducting regular/ yearly reviews, and developing employees for advancement.
• As a working Manager, interacts with members to help meet their needs. Educates and trains Members on how to utilize convenient services, including products, online banking technology where applicable, and encourages increased use of the cooperative while building and increasing member engagement.
• Establishes expectations, manages results, holds regular and engaging staff meetings to communicate results, relays expectations, and recognizes successes and opportunities for improved/enhanced performance.
• Ensures assigned Member Relationship Center is operating efficiently and reliably, in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level.
• Provides support with budgets, reporting, and operating plans for the member relationship center and projects impacting the Member Relationship Center.
• Performs other duties as required including representing WFCU at community and public events.
• Driving to a different Member Relationship Center or work events.
• Help other Member Relationship Centers when needed with staff or managing Member Relationship Center when asked.
• Responsible for supporting operations of region in absence of Regional Manager.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED